Estimating Adoption Lead

The Estimating Adoption Lead will play a pivotal role in Customer Success. Particularly, driving the adoption and success of Higharc’s products, Procure, Showroom and Config. Collaborating closely with the Customer Success Manager, this role focuses on empowering Purchasing & Estimating (P&E) and Sales & Marketing (S&M) teams to fully embrace Higharc’s solutions. Success will be measured by establishing rapid adoption of Estimating personas, cultivating champions in these departments, and capturing compelling use cases for marketing testimonials.

As the primary liaison between Higharc customers and the product team, the Estimating Adoption Lead will ensure seamless adoption of Higharc Procure, and will support data management and ERP integrations. These efforts translate customer needs into actionable insights to enhance the Higharc experience.

The role of Estimating Adoption Lead directly impacts Higharc’s larger strategic objectives of CSAT, net revenue retention, and product adoption growth. 

Key Responsibilities:

• Customer Success Collaboration: partner with the primary Customer Success Manager (CSM) and Implementation Lead (IL) to create & achieve joint objectives as part of the customer Success Plan and customer adoption plan. Provide consultative experience to define mutual objectives, adoption plans, and make recommendations for scalable adoption practices. Inform discussions for CS-led Quarterly Business Reviews and ROI validation. 
• Customer Adoption: proactively engage with clients to identify opportunities for product adoption, expansion, and overall satisfaction, as well as collaborate with teams to ensure timely renewals and address any potential challenges. The end goal is value based adoption of the Higharc solution with a focus on purchasing and estimating. 
• Integrations Liaison: serve as a customer-facing point of contact for the Integrations / Product Team and support relationships with the leading homebuilder ERP providers.
• Training and Enablement: create playbooks and train stakeholders on best practices, including internal training for other CSMs and Implementors. The Estimating Adoption Lead will train external users how to adopt, and derive value from Higharc Procure.  
• Project Management: drive urgency in internal and external project management to ensure successful implementation and deployment of Higharc solutions and collaborate with cross-functional teams (Product, Engineering, Sales) to address customer needs and challenges during escalations.
• Customer Advocacy: effectively articulate the value proposition of Higharc, showcasing how our solutions meet the unique needs of each customer; develop and implement metrics to measure the ROI of Higharc's solutions for each customer and analyze data and provide insights to help customers maximize the value of their investment.

Required qualifications:

• Strong project management skills with a focus on ensuring timely execution and achieving successful outcomes.
• Excellent communication skills, with the ability to convey complex concepts clearly and effectively.
• Experience with Purchasing and Estimating, homebuilding ERP & CRM systems 
• Familiarity with the AEC industry and/ or Vertical SaaS is strongly preferred.
• Ability to understand and communicate technical concepts to both technical and non-technical stakeholders.
• Track record of successful customer relationship management and achieving high levels of customer satisfaction.
• Proficiency in forecasting renewals and assessing expansion opportunities, along with experience in managing these processes.
• Experience collaborating with Product teams to shape new product features, understanding the critical path of value delivery, and effectively managing customer expectations around product development.
• Proactive problem solving in dynamic environments
• Loves interacting with customers, problem solving, training new users and supporting existing customers.